Client Services Representative II

Bank of America • Rio Rancho, NM

5d

About The Position

At Bank of America, the role supports the company’s purpose of helping make financial lives better through client connections. The position works in an inbound contact center, resolving routine client requests through calls, chats, or emails. It requires accuracy, logical problem-solving, multitasking, toggling between systems, and clear communication while delivering a positive client experience.

The representative answers client questions, resolves problems, performs appropriate account maintenance, and identifies opportunities to deepen client relationships through digital solutions. The role also involves addressing fraud-related client needs, documenting interactions, escalating items that require risk review or further analysis, and keeping current with frequent updates and learning materials. Bank of America describes an in-office culture with role-specific flexibility; employees currently working from home may apply, but selected candidates may be required to work onsite. This is a 40-hour-per-week, first-shift position.

Requirements

• High school diploma, GED, secondary school, or equivalent.
• At least 1 year of customer or client service experience, including handling difficult client situations.
• Intermediate proficiency with computers and current technology.
• Effective and confident communication with clients, using plain language, building rapport, anticipating questions, sharing information, and handling objections.
• Ability to analyze and resolve complex client problems through creative solutions and advise clients on how life events may affect their financial situations.
• Commitment to excellent attendance, reliability, and adherence to the agreed work schedule.
• Dependable, team-oriented approach and ability to handle calls immediately, including weekends and holidays.
• Ability to receive ongoing performance feedback and coaching.
• Ability to learn and adapt to new information and technology platforms.
• Passion, integrity, commitment, and drive to provide positive, differentiated service.

Nice To Haves

• At least 1 year of experience in the banking or financial industry.
• At least 1 year of experience working in a client service capacity.

Responsibilities

• Resolve routine client requests through inbound calls, chats, and emails.
• Answer client questions, resolve problems, and provide appropriate account maintenance.
• Identify client needs and recommend solutions when fraud has been identified.
• Record data captured during client interactions accurately.
• Escalate items requiring risk review, exception handling, or further analysis through appropriate channels.
• Read frequent updates and learning materials, including while on calls, and implement them accurately in client conversations.
• Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
• Look for opportunities to deepen client relationships through digital solutions.
• Communicate resolutions while delivering a positive client experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED